Customer support engineer

 A global leader in Web Intelligence, using the most advanced AI technologies to help law enforcement organizations detect risks and threats on the web. We are a fast-growing company whose customers include top law enforcement agencies and private sector entities worldwide. 
Job Description: 
We are looking for a Technical Customer Support Engineer to join our Global Customer support team.  In this role you will part of Company
global support team responsible to provide professional environment delivery and ongoing customer support utilizing Cloud services. 
You will become a subject matter expert on Company’s platform and investigate and solve for the most unwieldy and complicated client technical issues. This role is perfect for someone technical who self-sufficiently investigating problems and face and interact with customers’ requirements. 
 RESPONSIBILITIES: 
Function as  primary customer contact for all incoming calls and assigned customer   cases by providing telephone, web, and email based technical support for Company’s products.      
Manage  resolutions with other members of the support and R&D organization      
Ensure high level of communication with the customer to meet customer expectation and contractual agreement by providing regular updates with respect to progress of each incident, and quickly providing high quality, creative,  and timely solutions in a professional manner while demonstrating the highest level of customer service.     
Learning new software release and systems updates daily     
Provide continues feedback on product improvement to R&D and product house     
Other duties and responsibilities as assigned Required
Skills and Experience:     
3+ years’ experience as an application support Engineer     
Strong  customer facing Skills     
Excellent  English- written and verbal     
Team player     
Excellent  understanding of Windows Server, VMware ESXI.     
Solid understanding of networking concepts and troubleshooting techniques     
Advanced knowledge of IT systems, including networking, servers, and applications     
Experience installing, configuring, and maintaining servers     
Familiarity with MS SQL     
Excellent communication skills at all levels of the organization     
Ability to work with worldwide global organization      
Knowledge of  and experience deploying infrastructure (IaaS) solutions to Cloud platforms – Azure/AWS preferred – Advantage     
Experience with operating firewall platforms and VPN technologies – Advantage